Exceptional Customer Service & Business Process Outsourcing for High-Growth Companies

Business process outsourcing or BPO involvess contracting a third-party firm with the expertise you need to carry out day-to-day tasks like customer service, technical support, and back office operations, many times at a lower cost than would be feasible in-house .

Customer service support is the primary area most businesses outsource. BPOs can be categorized into three groups, depending on the location of the third-party vendor.

The most common is offshore outsourcing or partnering with business process outsourcing companies that are in another country. A U.S. firm working with a call center in India is a good example.

Nearshore outsourcing is when the company and a third-party firm are located in neighboring countries. For instance, nearshoring firms in the United States include vendors in Mexico or Canada.

Finally, onshore outsourcing is when both companies are in the same country, regardless of city or province. For example, an Australian bank outsourcing app development to an Australian software developer is an example of onshoring. 

The primary motivation for businesses to work with BPO consulting and service firms is to lower costs. That’s because companies hiring BPO vendors don’t need to invest in the equipment, training, office space, and benefits for in-house employees, which substantially reduces overhead.

Time is another commodity that BPO operations save on. Not having to deal with essential but time-consuming tasks like customer support and administration help the company focus more on the more strategic work that helps grow the business.

Finally, outsourcing is crucial if you want to scale operations rapidly. Rather than hiring a customer service team, you can partner with a BPO vendor and get access to experienced staff almost instantly. If you’re a seasonal business, outsourcing can help meet the demands of the busy season without the need to hire temporary workers, which provides more flexibility and “just-in-time” capacity.

In today’s world, there are many services that BPO companies can cater to, including:. 

• Customer support. Giving customers the ability to reach you for questions 24/7 is a competitive advantage. And with today’s online world, outsourced call center services have gone beyond phone support and now include email, chat, and social media channels.
• Technical support services. An extension of customer service that helps customers with concerns that are more technical in nature. Having agents with technical expertise and training is therefore crucial.
• Sales and marketing. Here, outsourced agents can help you with repetitive, time-consuming sales tasks like lead generation, research, and list building.
• Admin and back-office tasks. Lastly, you have admin tasks like data entry, chat moderation, social media management, and graphic design that can be outsourced to a BPO with the relevant experience.

Partnering with a BPO company helps you offer a better experience and service to your customers, at a lower cost point.

There’s a misconception that outsourcing means sacrificing the quality of the processes. But that’s not true. Indeed, with a reputable third-party vendor like Peak Support, the output is often dramatically better than in-house support.

That’s due to the BPO company’s specialization and experience in the particular field. In fact, partnering with a BPO firm is recommended for startups who might not have the knowledge and expertise to handle certain aspects like customer service.

In the end, BPO offers unparalleled efficiency, so businesses can focus on serving their customers and growing their bottom line.